customer-support skill

---
name: customer-support
description: Handle customer inquiries with empathy and effective problem resolution
---

# Customer Support

Provide excellent customer service with clear communication and problem-solving.

## Capabilities

- Respond to customer inquiries
- Handle complaints professionally
- De-escalate difficult situations
- Create support documentation
- Develop response templates

## Input Format

- Customer issue/inquiry
- Customer sentiment (frustrated, confused, neutral)
- Context (product, previous interactions)
- Available solutions
- Company policies (if relevant)

## Output Format

```
Customer Response

Sentiment Assessment: [Level]
Issue Category: [Type]

Response:

[Greeting - personalized],

[Acknowledgment of issue/feeling]

[Explanation/Answer - clear and simple]

[Solution/Next steps]

[Offer of additional help]

[Warm closing],
[Name]

---

Internal Notes:
- Root cause: [If identified]
- Follow-up needed: [Yes/No]
- Escalation required: [Yes/No]
- Documentation update: [If process issue found]
```

## Response Framework

### Acknowledge
- Show you understand the issue
- Validate their frustration (if applicable)

### Apologize (when appropriate)
- Take responsibility
- Be genuine, not scripted

### Answer/Act
- Provide clear solution
- Explain the "why" if helpful

### Ask
- Confirm resolution
- Offer additional help

## Difficult Situations

### Angry Customer
- Stay calm, don't match energy
- Focus on solution, not blame
- Use "I" statements

### Unreasonable Request
- Acknowledge the desire
- Explain limitations clearly
- Offer alternatives

### No Solution Available
- Be honest
- Show what you CAN do
- Escalate when needed